Operations and Supply Chain Management
c c c c
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
c c c c
TABLE OF CONTENTS
c c
Chapterc1:cIntroduction
Chapterc2:cStrategy
Chapterc3:cDesigncofcProductscandcServices
Chapterc4:cProjects
Chapterc5:cStrategiccCapacitycManagement
Chapterc6:cLearningcCurves
Chapterc7:cManufacturingcProcesses
Chapterc8:cFacilitycLayout
Chapterc9:cServicecProcesses
Chapterc10:cWaitingcLinecAnalysiscandcSimulation
Chapterc11:cProcesscDesigncandcAnalysis
Chapterc12:cQualitycManagement
Chapterc13:cStatisticalcQualitycControl
Chapterc14:cLeancSupplycChains
Chapterc15:cLogisticscandcDistributioncManagement
Chapterc16:cGlobalcSourcingcandcProcurement
Chapterc17:cThecInternetcofcThingscandcERP
Chapterc18:cForecasting
Chapterc19:cSalescandcOperationscPlanning
Chapterc20:cInventorycManagement
Chapterc21:cMaterialcRequirementscPlanning
Chapterc22:cWorkcentercScheduling
1-2
, Operations and Supply Chain Management
c c c c
CHAPTER 1 c
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
c c c c
DiscussioncQuestions
1. UsingcExhibitc1.3cascacmodel,cdescribecthecsource-make-deliver-
returncrelationshipscincthecfollowingcsystems:
a. Ancairline
Source:c Aircraftcmanufacturer,cin-flightcfood,crepaircparts,ccomputercsystems
Make:cAircraftcandcflightccrewcscheduling,cgroundcservicescprovidedcatcairports,caircraftc
maintenancecandcrepair
Deliver:cOutboundcandcarrivingcpassengercservice,cbaggagechandlingcRet
urn:cResolvecanycpost-servicecissuescsuchcasclostcorcdamagedcluggage
b. Ancautomobilecmanufacturer
Source:c Supplierscofccomponentscandcrawcmaterials
Make:cManufacturingcofcvehiclescandccomponentscorcsubassembliesctocbecsoldcascsparec
parts
Deliver:cDeliveryctocandcsalescfromcdealerships,cdeliverycofcsparecpartsctocthecwholesalec
system
Return:c Warrantycandcrecallcrepairs,ctrade-ins
c. Achospital
Source:cMedicalcsupplies,ccleaningcservices,cdisposalcservices,cfoodcservices,cqualifiedcpe
rsonnel
Make:c Inpatientcrooms,coutpatientcclinics,cemergencycroom,coperatingcrooms
Deliver:cSchedulingcpatients,cprovidingctreatment,cambulancecservice,cfamilyccounselingc
Return:cBillingcerrors,cfollowcupcvisits
d. Ancinsuranceccompany
Source:c Suppliescneededcforcthecoffice,cunderwriters,clegalcauthorityctocoperate
1-3
, Operations and Supply Chain Management
c c c c
Make:cEstablishcpolicycguidelinescandcpricing,cfieldcagent/representativecandcfacilitycne
twork,cdevelopcInternetcserviceccapabilities,cestablishcpreferredcvehiclecrepaircservicecne
twork
Deliver:cMeetcwithcandcadvisecclients,cwritecpolicies,cprocesscandcpaycclaimsc
Return:c refundcofcoverpayments
2. Definecthecservicecpackagecofcyourccollegecorcuniversity.cWhatciscitscstrongestcelement?cWhatciscit
scweakestcone?
Theccategoriescwithcexamplescare:
Supportingcfacilityc-
clocation,cbuildings,clabs,cparkingcFacilitatingcgoodsc–
cclasscschedules,ccomputers,cbooks,cchalk
Explicitcservicesc–
cclassescwithcqualifiedcinstructors,cplacementcofficescImplicitcservicesc
–cstatuscandcreputationc(e.g.,cIvycLeaguecschools)
AtcIndianacUniversitycandcthecUniversitycofcSoutherncCalifornia,camongctheircstrongestceleme
ntscarectheircbusinesscschoolscandctheircOperationscManagementcprogramsc(ofccourse).cBothc
alsochavecverycdedicatedcalumnicnetworks.cAcweakcelementcofcIndianacUniversityciscitscweakcf
ootballcprogram;cforcUSC,cweakcelementscarecon-campuscparkingcandchousing.
3. Whatcservicecindustrychascimpressedcyoucthecmostcwithcitscinnovativeness?
Ourcvotecgoesctoccruiseclinescwhichchavecintroducedcsuchconboardcinnovationscascwavecmach
inescforcbellycboardingcandcrockcclimbingcwalls,cascwellcascallcsortscofcothercamenitiesctockeepc
cruiserscinvolved.c Thecindustryciscdoingcrecordcbusinesscascwell.
SomecofcthecstandoutccompaniescinclesscinnovativecindustriescarecBankcofcAmericac(hascacform
alizedcresearchcprogramctoctrycoutcnewccustomercservices/amenitiescsuchcascvideocscreenscincne
xtctoctellerclines),cIntuitc(e.g.,cputtingcQuickencmoneycmanagementcsoftwareconline),cIkea,cJetBl
uecAirlines,candcProgressivecInsurancec(discussedclatercincthecbook).
4. Whatciscproduct-servicecbundlingcandcwhatcarecthecbenefitsctoccustomers?
Product-servicecbundlingciscaddingcValue-
addedcservicesctocacfirm’scproductcofferingsctoccreatecmorecvaluecforctheccustomer.cThiscprovid
escbenefitscinctwocareas.cFirst,cthiscdifferentiatescthecorganizationcfromctheccompetition.cSecon
dly,cthesecservicesctieccustomersctocthecorganizationcincacpositivecway.cAlternatively,cbundlingcc
ancalsocinvolvecaddingcproductsctocacservice,cforcexample,caddingcthecsalecofcconveniencecitem
scandcsnackscatcachotel.
5. Whatciscthecdifferencecbetweencacservicecandcacgood?
Acserviceciscancintangiblecprocessc(youccan’tcholdcitcincyourchands),cwhilecacgoodciscthecphysicalc
outputcofcacprocess.
6. Lookcatcthecjobcpostingscatchttp://www.indeed.comcandcevaluatecthecopportunitiescforca
ncOSMcmajorcwithcseveralcyearscofcexperience.
1-4
c c c c
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
c c c c
TABLE OF CONTENTS
c c
Chapterc1:cIntroduction
Chapterc2:cStrategy
Chapterc3:cDesigncofcProductscandcServices
Chapterc4:cProjects
Chapterc5:cStrategiccCapacitycManagement
Chapterc6:cLearningcCurves
Chapterc7:cManufacturingcProcesses
Chapterc8:cFacilitycLayout
Chapterc9:cServicecProcesses
Chapterc10:cWaitingcLinecAnalysiscandcSimulation
Chapterc11:cProcesscDesigncandcAnalysis
Chapterc12:cQualitycManagement
Chapterc13:cStatisticalcQualitycControl
Chapterc14:cLeancSupplycChains
Chapterc15:cLogisticscandcDistributioncManagement
Chapterc16:cGlobalcSourcingcandcProcurement
Chapterc17:cThecInternetcofcThingscandcERP
Chapterc18:cForecasting
Chapterc19:cSalescandcOperationscPlanning
Chapterc20:cInventorycManagement
Chapterc21:cMaterialcRequirementscPlanning
Chapterc22:cWorkcentercScheduling
1-2
, Operations and Supply Chain Management
c c c c
CHAPTER 1 c
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
c c c c
DiscussioncQuestions
1. UsingcExhibitc1.3cascacmodel,cdescribecthecsource-make-deliver-
returncrelationshipscincthecfollowingcsystems:
a. Ancairline
Source:c Aircraftcmanufacturer,cin-flightcfood,crepaircparts,ccomputercsystems
Make:cAircraftcandcflightccrewcscheduling,cgroundcservicescprovidedcatcairports,caircraftc
maintenancecandcrepair
Deliver:cOutboundcandcarrivingcpassengercservice,cbaggagechandlingcRet
urn:cResolvecanycpost-servicecissuescsuchcasclostcorcdamagedcluggage
b. Ancautomobilecmanufacturer
Source:c Supplierscofccomponentscandcrawcmaterials
Make:cManufacturingcofcvehiclescandccomponentscorcsubassembliesctocbecsoldcascsparec
parts
Deliver:cDeliveryctocandcsalescfromcdealerships,cdeliverycofcsparecpartsctocthecwholesalec
system
Return:c Warrantycandcrecallcrepairs,ctrade-ins
c. Achospital
Source:cMedicalcsupplies,ccleaningcservices,cdisposalcservices,cfoodcservices,cqualifiedcpe
rsonnel
Make:c Inpatientcrooms,coutpatientcclinics,cemergencycroom,coperatingcrooms
Deliver:cSchedulingcpatients,cprovidingctreatment,cambulancecservice,cfamilyccounselingc
Return:cBillingcerrors,cfollowcupcvisits
d. Ancinsuranceccompany
Source:c Suppliescneededcforcthecoffice,cunderwriters,clegalcauthorityctocoperate
1-3
, Operations and Supply Chain Management
c c c c
Make:cEstablishcpolicycguidelinescandcpricing,cfieldcagent/representativecandcfacilitycne
twork,cdevelopcInternetcserviceccapabilities,cestablishcpreferredcvehiclecrepaircservicecne
twork
Deliver:cMeetcwithcandcadvisecclients,cwritecpolicies,cprocesscandcpaycclaimsc
Return:c refundcofcoverpayments
2. Definecthecservicecpackagecofcyourccollegecorcuniversity.cWhatciscitscstrongestcelement?cWhatciscit
scweakestcone?
Theccategoriescwithcexamplescare:
Supportingcfacilityc-
clocation,cbuildings,clabs,cparkingcFacilitatingcgoodsc–
cclasscschedules,ccomputers,cbooks,cchalk
Explicitcservicesc–
cclassescwithcqualifiedcinstructors,cplacementcofficescImplicitcservicesc
–cstatuscandcreputationc(e.g.,cIvycLeaguecschools)
AtcIndianacUniversitycandcthecUniversitycofcSoutherncCalifornia,camongctheircstrongestceleme
ntscarectheircbusinesscschoolscandctheircOperationscManagementcprogramsc(ofccourse).cBothc
alsochavecverycdedicatedcalumnicnetworks.cAcweakcelementcofcIndianacUniversityciscitscweakcf
ootballcprogram;cforcUSC,cweakcelementscarecon-campuscparkingcandchousing.
3. Whatcservicecindustrychascimpressedcyoucthecmostcwithcitscinnovativeness?
Ourcvotecgoesctoccruiseclinescwhichchavecintroducedcsuchconboardcinnovationscascwavecmach
inescforcbellycboardingcandcrockcclimbingcwalls,cascwellcascallcsortscofcothercamenitiesctockeepc
cruiserscinvolved.c Thecindustryciscdoingcrecordcbusinesscascwell.
SomecofcthecstandoutccompaniescinclesscinnovativecindustriescarecBankcofcAmericac(hascacform
alizedcresearchcprogramctoctrycoutcnewccustomercservices/amenitiescsuchcascvideocscreenscincne
xtctoctellerclines),cIntuitc(e.g.,cputtingcQuickencmoneycmanagementcsoftwareconline),cIkea,cJetBl
uecAirlines,candcProgressivecInsurancec(discussedclatercincthecbook).
4. Whatciscproduct-servicecbundlingcandcwhatcarecthecbenefitsctoccustomers?
Product-servicecbundlingciscaddingcValue-
addedcservicesctocacfirm’scproductcofferingsctoccreatecmorecvaluecforctheccustomer.cThiscprovid
escbenefitscinctwocareas.cFirst,cthiscdifferentiatescthecorganizationcfromctheccompetition.cSecon
dly,cthesecservicesctieccustomersctocthecorganizationcincacpositivecway.cAlternatively,cbundlingcc
ancalsocinvolvecaddingcproductsctocacservice,cforcexample,caddingcthecsalecofcconveniencecitem
scandcsnackscatcachotel.
5. Whatciscthecdifferencecbetweencacservicecandcacgood?
Acserviceciscancintangiblecprocessc(youccan’tcholdcitcincyourchands),cwhilecacgoodciscthecphysicalc
outputcofcacprocess.
6. Lookcatcthecjobcpostingscatchttp://www.indeed.comcandcevaluatecthecopportunitiescforca
ncOSMcmajorcwithcseveralcyearscofcexperience.
1-4
